Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The service technician who reported to address the furnace issue did not know how to address furnace issues. The individual reported to my home for 1.5 hours. The individual spent the majority of the time on the phone, advising the person on the other line that he did not know how any of this worked and did not understand the instructions he was being given. Through this process and at the 1.5 hours I asked what his plan for resolution was. He advised he didn't know. He advised that he had multiple people on the phone and they also did not know. He advised that all electrical seemed perfect, and suggested he install a new circuit board. I asked why he would do that if all electrical is perfect. He advised he did not know, and that it seemed like a possible solution. I asked what the plan would be if that were not the issue. He stated that I would have an SOS technician back out to evaluate the problem. I noted that was his purpose at my home that day. He stared, blank eyed. I asked him to square up and call it a day. He then advised that SOS heating charges by the time spent in the home. It all became so clear-- they had someone out in my home that had no idea what they were doing because that is the lucrative path. I asked him to please leave. He did.
  Notably, I had advised items that I had already attempted when the technician reported. I heard him on the phone going through these same paths again. I advised the technician I had replaced the thermostat a few days prior. He promptly went to the device, pulled the thermostat off and then could not figure out how to put it back on (standard, base line product) and took a few bashing attempts at it. It required replacing as well, after his visit.

  

  Business Response

  Date: 02/21/2023

  Contact Name and Title: Greg *****, V-President
  
  Contact Phone: ************
  
  Contact Email: ******************
  
  Intermittent problems are the most difficult to diagnose even for the most seasoned service technician. From everything that was relayed to me we would recommend to replace the circuit board. I discussed with Olivia either the next day or shortly after that we would return with another technician to verify the operation of the circuit board and replace if necessary. SOS Heating and Cooling has always stood behind our workmanship and yes we do have various levels of experience when it comes to service technicians and that is why we offered to send a more experienced technician to resolve the issue but Olivia did not give us that opportunity. I attached a copy of the work order and invoice from the service call on January 12th. At this time, the invoice has not been paid. SOS Heating and Cooling has a 1 hour minimum charge for labor and would be willing to discount the invoice to $****** (*****/labor + **** sales tax) for the basic charge.
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  Customer Answer

  Date: 03/07/2023

  Good Evening, 

  I read the response to my complaint.  It seems negative SOS Heating & Cooling experiences must be a common problem,  as the information provided by Mr. ***** does not relate to my claim.  I will give him the benefit of the doubt that he is confusing my poor SOS experience with someone else's negative experience that he had to address, as opposed to assuming he is directly lying. 

  Although I left voicemail for Mr. ***** after being advised by the SOS team that he is the only person to handle complaints, my voicemail were never addressed.  Which is to also say, of course, that I did not speak with Greg the following day or any other day, as he alleges.  That would have been quite nice.  This is the entire reason a BBB review was required.  Further, and again contrary to Mr. ******* allegations, the invoice was paid on February 10th at 08:04 pm as reads my emailed receipt.  I am happy to accept the negligible difference of $***** as a partial refund from SOS Heating and Cooling and to carry forth with reputable local businesses in the future.  I request that Mr. ***** advise how and when I should expect that delivered, and that Mr. ***** educate himself on the claim in question in order to discontinue making false and damaging statements.

  Thank you.